• Customer Experience Specialist, II

    Location US-NY-Holtsville
    Job ID
    45987
    Function
    Customer Support
  • Overview

    As the primary point of contact, oversees experience and adds intangible value to ensure satisfaction for their assigned customer accounts.  

    Responsibilities

    • Ensures overall service and solution delivery to achieve quality customer outcomes
    • Manages the relationship with account and oversees customer satisfaction for assigned accounts
    • Acts as primary contact for the client and behaves professionally to support client retention / renewal
    • Participates in regular customer and partner meetings to review service plans and recommends improvement to services
    • Advises the client and introduces client to new offerings / upsells to assist client in solving business problems
    • Delivers cost reduction goals and demonstrates ownership of revenue goals aligned with Sales
    • Supports service delivery readiness on complex accounts which may include multi-national or global accounts or key customers
    • Interprets data provided by the customer to help drive effective business decisions
    • Ensures customer SLA’s / KPIs and quality standards are met
    • Ensures territory/vertical readiness for new product and offer launches
    • Delivers service reference customer case studies to distinguish company services and solutions from competitors

    Qualifications

    • Bachelor's degree
    • Minimum of 2- 5 years of experience in an account management role
    • English fluency – written and verbal. Local language requirement may also apply.
    • Intermediate level skills in Microsoft business applications including Word, Excel and Outlook
    • Customer service values / orientation
    • Solid professional work behaviors (attendance, teamwork, time management)
    • Strong communication skills (listening, providing clear and concise information, using proper language and grammar)
    • Demonstrates an understanding of key financial factors
    • Full knowledge of job related knowledge and procedures
    • Ability to design and deliver reports for clients

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